In this week’s guest post, we continue the series with five customer experience industry veterans sharing their experiences from previous crises to help get through the current crisis. This post was written by Stephanie Thum, CCXP – with contributions from...

Today I’m pleased to share a guest post by Eric Melchor with ElevateMyCX. When most of us think of plagues or epidemics we think of victims who break out with red spots all over their bodies or egg-sized buboes that ooze pus and blood. But think about the...

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. In case you missed the first post in this series, you can find it here. Note that I haven’t prioritized or categorized these mistakes, but take a close look at each...

Image courtesy of Shep Hyken/ABRLet’s put the “customer” into customer experience.What does that mean?If you’re a customer of any business on this planet, no surprise here, you know this: most companies are not really focusing on the customer and the...

Image courtesy of PixabayI originally wrote today’s post for CallidusCloud. It appeared on their blog on March 22, 2018.Naysayers have been shouting “Surveys are dead!” from rooftops for a couple of years now. Well, they’re not dead (yet), but...

Image courtesy of PixabayHow can you be sure that your VoC initiative stays fresh and relevant?Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. What are you doing to ensure that your...